Specialist, Customer Support

**Specialist, Customer Support**at Twist Bioscience USA - Carlsbad, CA Programmable DNA, the software of Life, is finally here! Twist Bioscience is developing a disruptive Synthetic DNA technology that will change the world, enabling widespread health and sustainability.We are looking for a passionate customer support specialist to join our rapidly expanding team. If you have a strong science background and are comfortable answering complex scientific technical support questions, this role is for you. If youre not yet ready to provide this level of support, consider applying for our less technical Customer Support Representative role. You could then progress to the Specialist role over time. In either role, youll be responsible for delivering concierge-level, white glove support to our customers and differentiating Twist Bioscience as a biotech industry leader.Youll interact with a broad range of customers who are engaged in ground-breaking genetics research at universities and in the private sector. Youll also interact, support, and build strong relationships with a wide range of Twist Bioscience sales staff including Account Managers and Field Application Scientists. Your goal is to achieve high customer satisfaction scores, drive loyalty to our products, and reinforce the quality of our brand.****What Youll Be Doing:***** Respond to and resolve product, service, and order inquiries and problems via email, chat, and phone by:+ identifying the cause of the problem;+ collaborating with other stakeholders to develop a solution;+ presenting the solution to the customer; and+ following up to ensure the customer is completely satisfied.* Perform highly complex order intake across product lines (e.g. SynBio, library, NGS TE, mini pools, etc.) by working with customers to obtain the necessary information or format to get orders into production.* Onboard custom vectors by obtaining and verifying the necessary information from the customer and then designing an appropriate strategy for successful synthesis.* Provide information and guidance to help customers:+ decide which product to buy;+ navigate and use our ecommerce website; and+ understand the status of their order.* Stay current on the status of key account orders currently in the production pipeline and provide proactive updates to internal stakeholders.* Generate sales quotes for sales reps within Salesforces quote to cash system.* Each Twist employee is responsible for complying with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards in the execution of their daily activities and ensuring product or service meets regulatory requirements, customer requirements and the established QMS/ISMS policies and procedures.* Flexible work hours are preferred; will be supporting different time zones. Two available shifts, Monday through Friday 6:00am 3:00pm or 8:00am 5:00pm.**What Youll Bring to the Team:*** Bachelors or Masters degree in life sciences or related field and/or 3-4 years of work experience in biotech industry.* 2+ years of customer-facing experience.* Excellent verbal and written communication skills.* Attention to detail.* Able to multi-task, prioritize, and manage time effectively.* Strong computer skills, familiarity with Microsoft Office Suite and/or G-Suite, preferably including Salesforce.**About Twist Bioscience**Twist Bioscience synthesizes genes from scratch, known as writing DNA. Just as children learn to both read and write, the next phase of development for the genomics revolution is the ability to write DNA.At Twist Bioscience, we work in service of people who are changing the world for the better. In fields such as health care, agriculture, industrial chemicals and data storage, our unique silicon-based DNA Synthesis Platform provides precision at a scale that is otherwise unavailable to our customers.Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.#LI-AB1**U.S. Equal Opportunity Employment Information (Completion is voluntary)**Individuals seeking employment at Twist Bioscience are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.Gender Please identify your race If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.Veteran Status Form CC-305OMB Control Number 1250-0005Expires 05/31/2023**Voluntary Self-Identification of Disability**We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Co